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Home > Delivery Services > Receiving mail > Redelivery >
 

Redelivery


 
  1. What is a ‘Sorry you were out’ card?
    We will leave a ‘Sorry you were out’ card when we are unable to deliver an item to your address. The card explains why we were unable to deliver, and tells you how to arrange redelivery or collection.
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  2. What is a postcode area?
    A postcode area is determined by and is the area that your local Delivery Office delivers to. We cannot redeliver to an address outside of this area. In most cases, for example, if you live in SE25, the same postcode area would be any other postcode commencing SE25.
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  3. What Proof of ID do I need?

    You’ll need to take proof of your identity to the Post Office® or Delivery Office when you collect your item. If someone’s collecting on your behalf, they’ll need to provide proof of your identity.  You can use any of the following to prove your identity:

    • Full Driving Licence
    • Paid Utility Bill or (Not older than 6 months)
    • Building Society /National Saving Book
    • Cheque Guarantee/Credit/Debit Card
    • Cheque Book
    • Credit Card Statement (Not older than 6 months)
    • Council Tax Payment book
    • Birth/Marriage Certificate
    • Passport
    • Military ID
    • Trade Union Card
    • Foreign National identity card
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  4. What is the 13 character reference number?
    There may be a 13 character reference number provided at the bottom of the ‘Sorry you were out’ card, e.g. AA 0001 0001 9GB. This number will help us to identify your item for redelivery.
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  5. Why can I not arrange for a redelivery on the next working day?
    We need to leave 48 hours before we can redeliver an item to you. This will allow time for the item to get back to the delivery office and be assigned for redelivery.
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  6. Can I get my item faster than waiting 48 hours?
    You may be able to collect the item from the Delivery Office. Please check the back of the ‘Sorry you were out’ card for how long to leave before collection.
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  7. What time will my item be redelivered?
    It will normally be delivered along with your normal post at the usual time.  However, as it may be sent out on a different van, it could arrive anytime from 7.00am to 6.00pm on the day that you have arranged.
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  8. What is the ‘Local Collect’ Service mentioned on the ‘Sorry you were out card’?
    For an additional fee of 50p, you can arrange for your item to be delivered to a local Post Office® branch, where you can collect it.

    * To help you out this Christmas, from the 1st-31st December, there will be no charge to redeliver your package to a Post Office®
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  9. Why can’t I pay my 50p Post Office® collection fee online?
    We are currently not in a position to take payment online as the Post Office® would not be able to match up the information relating to individual packets. This is something that we may be looking to offer in the future.
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  10. How long will the Post Office® or delivery office retain the item?
    Recorded Signed For™ items are kept for one week, Royal Mail Tracked items are held for two weeks, while all other items are kept for three weeks. If the item has not been collected within these timescales, they will be returned to sender if possible.
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  11. What are the opening hours of the Delivery Office?
    These should be stated on the back of the ‘Sorry you were out’ card. If not, please call our Customer Service Centre on 08457 740 740 or call the number printed on the card.
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  12. Can I send somebody else to pick up my item?
    Yes, you can send somebody else. They will need to bring the original ‘Sorry you were out’ card and provide proof of your ID.
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  13. Are my personal details safe if I enter them online?
    The security of your information is very important to us.  We take your details over a secure network, and hold them in a system that complies with all required UK security and data protection standards. To help keep your details secure, please do not share your password with anyone.
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  14. What do I do if there is more than one item indicated on the ‘Sorry you were out card’ for redelivery?
    You need to process one redelivery request per item.
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  15. Any other queries?
    If you have any other queries please contact the Customer Service Centre on 08457 740 740.
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